Error code 90 / 900 Apple Watch cellular - FIX!!!

[DanWolff]

So I’ve called 202, messages o2 and gone in to both Apple and O2 today trying to connect an o2 Apple Watch cellular plan with my Apple Watch Ultra 2. 

I’m an existing o2 customer with an iPhone 16 pro max. I bought both the phone and Apple Watch privately. Not through Apple or O2. 

upon speaking to an O2 advisor in store today / I was informed O2 are AWARE of the codes and are AWARE it doesn’t work. 

o2 know you can not link a cellular plan to your Apple Watch if you didn’t buy your watch and plan through them. 

basically - the only way to get an O2 cellular plan working on an Apple Watch is to be an existing o2 customer AND buy the watch and cellular plan though o2!!!! 

this feels completely illegal and I’m shocked to have been told this today. I’m starting to look in to how to raise this with the ombudsman but thought it worth posting for others to be aware

[Dave-O2]

Hey @courtneycxle 

If this doesn't activate, please drop me a PM with the mobile number linked to your Apple Watch plan.

[Cleoriff]

Hope all goes well for you both @DanWolff and @courtneycxle 

[DanWolff]

Just a no update, update... Still nothing has changed. O2 tech team still "looking in to it" with no real updates. Social media team replying but nothing to reply with. 
Activating spinning circle of doom still going round and round. 
I do however have an ICCID number within the apple watch app under about. But nothing showing on the watch itself and nothing showing under 'network provider' on the watch app. 

[DanWolff]

Well looks like all of this has amounted to nothing. O2 social team just send scripted generic holding messages back - often without even logging in to the account to actually see what’s happening. 
The ticket opened with the tech team has now been 8 days with zero change and zero update. I’ve been told they've called me to update me - but no call and no update. 
Now heading down the escalated complaints route as this is simply not good enough - with no answers. 

[pgn]

@DanWolff - @Dave-O2 returns today, see if he can make inroads into the matter for you 🤞

The Complaints route takes weeks and agents tend to leave queries from customers with active complaints untouched while the complaint makes its way through the system...

[Dave-O2]

Thanks for the tag @pgn 

@DanWolff I have now replied to your private message 👍

[DanWolff]

Latest update… Apple have now replaced the Watch but when activating with o2 - still getting the activation circle spinning.

o2 tech team still in the case with no updates. They took my EID number but need to take it from the new watch now - let’s see what’s next 

[pgn]

The bank holiday today probably means reduced cover as well, @DanWolff - even @Dave-O2 who replied above won't be about the forum until Tuesday.

Also, and I can't remember if this has been covered in your journey above: is there a possibility you have exceeded the (6, I think) device limit for MyO2? Even if you only have one device, having historical records of earlier devices in there has been known to affect the process used to add an watch to your account (eg this new watch now counts as a 3rd device, if you assume that your MyO2 had just one phone on it before this all started...). O2 have on occasion moved a customer's phone and new watch to a new MyO2 account (with a different e-mail address) and pairing has worked first-time.

Just a thought.

[DanWolff]

Ah interesting. I’ve only ever had my phone on my account so this watch should only act as two… maybe three with the replacement watch but that’s it. 

however I’ll mention it to the tech team if they call again - Thank you 

[pgn]

Sounds like it is unlikely to be what's blocking you from adding a watch to your account then, @DanWolff 

This was one of the times I had a vague memory of earlier:

https://community.o2.co.uk/t5/Discussions-Feedback/Maximum-lines-issue-when-upgrading/m-p/1741959/hi...

And another that shows how this impacts Switch Up now and then and no clarity on what the limit is, if any, on devices registered to the same MyO2 account:

https://community.o2.co.uk/t5/Discussions-Feedback/O2-Switch-up/m-p/1779904/highlight/true#M137456

Good luck!